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Questions and Answers
Which technique did the employee use to make the customer feel welcome?
Which technique did the employee use to make the customer feel welcome?
- Conveying enthusiasm with body language
- Offering a warm greeting (correct)
- Calling the customer by name
- Initiating contact
What did the employee do well during the interaction?
What did the employee do well during the interaction?
- Initiated contact
- Remembered the customer's name from a previous visit (correct)
- Called the customer by name
- Conveyed enthusiasm with body language
Which type of communication can these rapport-building techniques be adapted to?
Which type of communication can these rapport-building techniques be adapted to?
- Face-to-face service only
- Phone communication only
- Written communication only
- All of the above (correct)
What is one technique for building rapport with customers?
What is one technique for building rapport with customers?
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What does research show about customers knowing your name?
What does research show about customers knowing your name?
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What is the final piece of advice for building rapport with customers?
What is the final piece of advice for building rapport with customers?
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